Complaints Team Manager

Candidate Source; Leeds; On-site; GBP 42,000 - 48,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

33 days holiday

Employee discounts

Discounted parking

Gym memberships

Onsite refreshments

Training and development

Job summary

Candidate Source is seeking a Complaints Team Manager to lead a team of handlers and administrators in a hybrid role based from our Leeds city centre offices. You will investigate and resolve vehicle quality and service-related complaints for a global motor finance client, delivering high standards of service and driving MI reporting analytics.

The role emphasizes coaching, regulatory compliance, and driving improvements across processes and practices, with ongoing training and development

Qualifications

• Proven experience managing a Complaints Team or Telephony Based Customer Service Team within a Motor Finance or similar Financial Service environment.
• Passion for coaching and developing your team.
• Strong understanding of FCA regulations.
• MI reporting and data for performance management.
• Ability to support and drive change to processes and working practices.
• Alignment with core values: Collaborative, Entrepreneurial, Relationship-Driven and Committed to Delivery Excellence.
• Commitment to continuous learning, personal development and staying up to date with best practices and regulatory changes.
• Commitment to fairness, integrity and compliance with all relevant processes, laws and regulations.

Responsibilities

• Lead and motivate your team of Complaint Handlers and Administrators to investigate and resolve customer complaints relating to Vehicle Quality and service-related problems.
• Produce Management Information reporting to analyse your team's performance.
• Act as a brand ambassador delivering a high standard of service at all times.
• Work with a global, market-leading client within the Motor Finance sector.

Skills

Complaint handling

People management

Coaching

Data analysis

Regulatory awareness

Job description

A growing business is looking for a permanent Complaints Team Manager to join its Complaints Operation and become part of the wider business.

Staring early September, this hybrid leadership role will be based from our new Leeds city centre offices, and offers excellent training and development opportunities within a growing, supportive business.

What's in it for you?

• The opportunity to work within a fast-growing company with a clear mission and values that are actively lived every day
• Hybrid working from our modern Leeds city centre office following your initial training period onsite
• Investment in training and development to support your career aspirations
• Pension scheme
• 33 Days annual holiday allowance (inclusive of Bank Holidays)
• Employee Discounts and Cashback Schemes
• Discounted Parking and local gym memberships
• Onsite refreshments provided

As a Complaints Team Manager, you will:

• Work with a global, market-leading client within the Motor Finance sector
• Lead and motivate your team of Complaint Handlers and Administrators to investigate and resolve customer complaints relating to Vehicle Quality and service-related problems
• Act as a brand ambassador for the business and the end client, delivering a high standard of service at all times
• Produce Management Information reporting to analyse your team's performance

What we’re looking for in a Complaints Team Manager:

We’re keen to speak with candidates who have proven experience managing a Complaints Team or a Telephony Based Customer Service Team within a Motor Finance or similar Financial Service environment and who demonstrate a genuine passion for delivering excellent client outcomes.

• Previous complaint or telephony-based team management experience
• A passion for coaching and developing your team
• A strong understanding of the industry and FCA regulations
• Management Information reporting and utilising data for performance management
• Ability to support and drive change to processes and working practices
• Alignment with our core values: Collaborative, Entrepreneurial, Relationship-Driven and Committed to Delivery Excellence
• A strong work ethic and commitment to continuous learning, personal development, and staying up to date with best practices and regulatory changes
• A commitment to fairness, integrity, and compliance with all relevant processes, laws, and regulations

Working hours

Working hours are Monday-Friday, between the hours of 08:30-17:30 (40 hours per week. No weekends or evening shifts required.